원문정보
The Effect of Job Stressors and Psychological Burnout of the Flight attendant on Service Orientation
초록
영어
The purpose of this study is to identify the impact of job stressors and psychological burnout of the flight attendants on service orientation. This study suggests that flight attendants can prevent psychological burnout and improve service orientation. A total of 280 flight attendants were randomly chosen in January 2020. Of the 280 questionnaires distributed, 268 questionnaires were returned. Due to missing 12 questionnaires were excluded. Consequently, 256 surveys were retained for analysis using SPSS 21.0 for the analysis by frequency, reliability, factor, and multi-regression. The results of the study are as follows. First, flight attendants’ job stressors had an effect on psychological burnout. Second, flight attendants’ psychological burnout had a significant effect on service orientation. Third, flight attendants’ job stressors did not affect service orientation. Flight attendant is typically an important factor in determining the quality of service for airlines. So personnel managers should seek ways to reduce psychological burnout by reducing the job stressors of flight attendants. Also airlines need training programs that can reduce psychological burnout, such as mental training programs and mind-set training programs.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 직무스트레스 요인
2. 심리적 소진
3. 서비스지향성
Ⅲ. 연구 설계
1. 연구모형과 가설설정
2. 조사설계
3. 변수의 조작적 정의
4. 분석방법
Ⅳ. 실증분석
1. 조사대상자의 일반적 특성
2. 측정도구의 타당성 및 신뢰도 검증
3. 상관관계 검증
4. 가설의 검증
Ⅴ. 결론 및 시사점
참고문헌